Senior CRM Specialist

Make a difference every day
We are a multinational organisation with a global team of 50,000 colleagues. In the Middle East we operate in the Transport, Defence & Advisory sectors, delivering services in Asset Management, Customer Experience, Fire & Rescue and Air Navigation Services. We are innovators, committed to redesigning and improving public services to fulfil our purpose to impact a better future by "Bringing National Visions to Life".

Your Opportunity
We are currently bidding for a prestigious new project in Riyadh, Saudi Arabia and we are looking for a Senior CRM Specialist create Facilities Strategy Roadmaps and plans in support of the Ministry’s transformation programme as well as management of outsourced consultants and O&M contractors on behalf of the client.

The purpose of the project under this contract is to provide consulting and management support to a Ministry in KSA with the necessary tools to manage and maintain assets and facilities, through improving activities to meet service requirements, developing business strategies that ensure reducing costs of the life cycle of assets, and improving practices to increase efficiency and effectiveness. It includes but not limited to long-term management of assets, facilities, resources, and services to improve performance, reduce costs and manage the life cycle. In brief, the scope is for the provision of consulting, technical, management and administrative support for facilities and asset management works.

The Ministry is in the process of developing and executing a transformation program. This program involves transitioning from the management of operations and maintenance contracts to the management of contracts related to assets and facilities. The Ministry’ primary objective is to achieve maximum value and benefit for the life cycle of assets and facilities within their estate.

Good time management and organisational skills.
Ability to handle confidential information appropriately.
Ability to liaise in a professional manner with staff at all levels in the organisation and with external parties.
Ability to develop self and contribute to the development of others across the Team.
Excellent communication skills, both written and verbal.
The ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment.
Strong analytical and strategical skills.

Key Accountabilities
Follow the CRM strategies in place to ensure to enhanced customer engagement, retention, and satisfaction.
Support the management of the organization's CRM system, ensuring data integrity, accuracy, and security.
Capture and analyze data and insights to identify trends, preferences, and opportunities for improvement.
Collaborate with cross-functional teams to facilitate troubleshooting as well as develop targeted communications.
Assist in the customization and configuration of the CRM software to meet the organization's specific needs and requirements.
Facilitate trainings and support staff members on CRM usage, best practices, and procedures.
Support CRM-related projects, including system upgrades, integrations, and migrations.
Monitor CRM performance whilst reporting on progress and recommending adjustments as needed.
Develop and maintain documentation and guidelines for CRM processes and workflows.
Conduct regular assessments of CRM data to ensure compliance with privacy regulations (e.g., GDPR, CCPA).
Collaborate with IT and other departments to troubleshoot technical issues and optimize CRM system performance.
Act as a liaison between the organization and CRM vendors, assisting the relationships management and contracts.
Provide feedback and recommendations to senior management based on CRM insights and analysis.

Specific Requirements
Minimum a Bachelor’s Degree in relevant field is mandatory Practical and previous experience in KSA Previous experience in Public Sectors
10 years’ experience in relevant field is a minimum requirement
Proficiency in using CRM software platforms including configuration, customization, and administration capabilities.
Exceptional analytical and problem-solving skills.
Excellent communication and presentation skills
Ability to develop strong relationships with stakeholders.
Ability to interpret and analyze large volumes of data in a concise and accurate manner.
In-depth knowledge of strategic reports, concept/strategic/operational models, and industry standards.
Understanding of data management principles, including data collection, to maintain accurate and reliable customer information within the CRM system.

What’s in it for you?
At Serco, our core values drive everything we do, and we believe in fairly compensating our colleagues for the value they bring to our organization. We are proud to offer a total reward package at Serco which includes:
Competitive monthly pay and allowances that are commensurate with the role and industry standards
Comprehensive medical insurance coverage an